Communicating

Chapter 15

McGraw-Hill/Irwin Copyright © 2011 by the McGraw-Hill Companies, Inc. All rights reserved.
 Learning Objectives

LO 1 Discuss important advantages of two-way

communication
LO 2 Identify communication problems to avoid
LO 3 Describe when and how to use the various
communication channels
LO 4 Summarize ways to become a better
“sender” and “receiver” of information

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 Learning Objectives (cont.)

LO 5 Explain how to improve downward,

upward, and horizontal communication
LO 6 Summarize how to work with the company
grapevine
LO 7 Describe the boundary less organization
and its advantages

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 Interpersonal Communication

 Communication
 The transmission of information and meaning
from one party to another through the use of
shared symbols

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 Interpersonal Communication

 The sender initiates the process by conveying

information to the receiver —the person for whom
the message is intended.
 The sender has a meaning he or she wishes to
communicate and encodes the meaning into
symbols (the words chosen for the message).
 Then the sender transmits, or sends, the message
through some channel, such as a verbal or written
medium.

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 Interpersonal Communication

 The receiver decodes the message (e.g., reads

it) and attempts to interpret the sender’s
meaning.
 The receiver may provide feedback to the
sender by encoding a message in response to
the sender’s message.

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 Interpersonal Communication
 Noise  Examples of Noise
 interference in the  ringing telephones
system  thoughts about other
 blocks perfect things
understanding.  simple fatigue or stress.

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One-Way versus Two-Way Communication

 One-way communication
 A process in which information flows in only one
direction—from the sender to the receiver, with
no feedback loop.

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 A Model of One-Way Communication

Figure 15.1
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One-Way versus Two-Way Communication

 Two-way communication
 A process in which information flows in two
directions—the receiver provides feedback, and
the sender is receptive to the feedback.

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 Question

___________ is the process of withholding,

ignoring, or distorting information
A. Perception
B. Filtering
C. Acuity
D.Discernment

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 Communication Pitfalls
 Perception  Filtering
 The process of  The process of
receiving and withholding, ignoring,
interpreting or distorting
information information

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 What Do I Do if They Don’t
Speak My Language?

Table 15.1
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 What Do I Do if They Don’t
Speak My Language?

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Table 15.1
 Oral and Written Channels
 Oral communication  Written
 includes face-to-face communication
discussion, telephone  includes e-mail,
conversations, and memos, letters,
formal presentations reports, computer
and speeches files, and other written
documents

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 Oral Communication
Advantages Disadvantages
 Questions can be asked  It can lead to
and answered spontaneous, ill-
 Feedback is immediate considered statements
and direct (and regret)
 More persuasive  There is no permanent
record of it

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 Written Communication
Advantages Disadvantages
 Message can be revised  Sender has no control
several times over where, when, or if
 Permanent record that the message is read
can be saved  Sender does not receive
 Message stays the same immediate feedback
even if relayed through  Receiver may not
many people understand parts of the
 Receiver has more time message
to analyze the message
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Information Overload

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 Electronic Media

 Web 2.0
 A set of Internet-based applications that
encourage user-provided content and
collaboration
 social networking, podcasts, RSS, and wikis

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 Advantages of Electronic Communication

1. The sharing of more information

2. The speed and efficiency in delivering routine
messages to large numbers of people across
vast geographic areas
3. Can reduce time and expenses devoted to
traveling, photocopying, and mailing

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 Disadvantages of Electronic
Communication
1. Difficulty of solving complex problems that require
more extended, face-to-face interaction
2. Inability to pick up subtle, nonverbal, or inflectional
clues about what the communicator is thinking or
conveying
3. Electronic messages sometimes are monitored or
seen inadvertently by those for whom they are not
intended

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 Virtual Office

 Virtual office
 A mobile office in which people can work
anywhere, as long as they have the tools to
communicate with customers and colleagues.

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 Media Richness
 Media richness
 The degree to which a
communication
channel conveys
information.

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 What Communication
Channel Would You Use?

Table 15.2
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 Suggested Media Choices

Table 15.3 15-25

 Adding Power to Your Presentation

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Table 15.4
 Adding Power to Your Presentation

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Table 15.4
 Nonverbal Skills

1. Use time appropriately

2. Make your office arrangement conducive to
open communication
3. Remember your body language

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 Listening
 Reflection
 Process by which a
person states what he
or she believes the
other person is saying

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 Ten Keys to Effective Listening
 Find an area of interest  Exercise your mind.
 Judge content, not  Keep your mind open
delivery  Capitalize on thought
 Hold your fire speed
 Listen for ideas  Work at listening
 Be flexible
 Resist distraction

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 Organizational Communication

 Downward communication
 Information that flows from higher to lower levels
in the organization’s hierarchy

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 Information Loss in
Downward Communication

Figure 15.2 15-32

 Organizational Communication

 Coaching
 Dialogue with a goal of helping another be more
effective and achieve his or her full potential on
the job.

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 Organizational Communication

 Open-book management
 Practice of sharing with employees at all levels of
the organization vital information previously
meant for management’s eyes only

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 Organizational Communication
 Upward
communication
 Information that flows
from lower to higher
levels in the
organization’s
hierarchy.

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 Question

What is the social network of informal

communications?
A.Second Life
B.Facebook
C.Grapevine
D.Scuttlebutt

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 Informal Communication
 Grapevine
 the social network of
informal communications.
 provides people with
information
 helps them solve
problems
 teaches them how to do
their work successfully

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 Boundarylessness

 Boundaryless organization
 Organization in which there are no barriers to
information flow
 implies information available as needed moving
quickly and easily enough so that the organization
functions far better as a whole than as separate
parts.

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 Organizational Communication

 Horizontal communication
 Information shared among people on the same
hierarchical level
 allows sharing of information, coordination, and
problem solving among units
 helps solve conflicts
 provides social and emotional support to people.

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 Destination CEO: Bank of America
 What  What communication
communication issues will Bank of
pitfalls might exist at America deal with as
Bank of America? they expand
internationally?

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